Address
Form of work
SalaryReports To: Manager - Customer Management Broadband LSW
Division: Fixed Broadband
Mission:
- Identify and assess customer needs to achieve customer satisfaction.
- Provide a higher level of quality customer support to all Fixed Broadband (FBB) customers.
- Effective use of customer management systems and practices.
Description:
- Analysis of customer requests for prompt resolution
- Ensure end-to-end account management for broadband customers.
- Review new and existing customer service contracts to identify and escalate clauses with a negative impact on customer support and relationship management.
- Implement new initiatives to simplify customers' journeys across all digital channels and regularly review FAQs to address customers' needs.
- Pro-active analysis of all support systems (charging, CLM, DCLM, etc.) as well as broadband products with a view to identifying customer pain points and resolving issues before escalation
- Liaise with support teams (within and outside Fixed Broadband) to resolve any customer-identified issue.
- Achieve at least an 80% score in FBB NPS internal surveys.
- Work with product, UAT, and support teams to validate new products, new systems, and upgrades.
- Ensure resolution of all service provisioning and sales support PPPs items.
- Ensure end-to-end account management for broadband customers. Educating customers about available broadband plans, features, and promotions and assisting them in selecting the most suitable options based on their needs.
Education:
- A first degree or equivalent in Social Science, Business Management Accountancy, or a related discipline Course
- Fluent in English
Experience:
3–7 years’ experience in an area of specialization, with experience working with others
- Experience working in a multinational organization.
- Experience in a customer service role in the telecommunications industry.
- Practical experience in the use of CRM software, helpdesk software, Salesforce software, and customer management tools.
- Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
- Professional certification in customer service and relationships will be an added advantage.
